KPL AIM SOLUTIONS PVT. LTD.
- Directly accountable for managing teams up to 60 employees
- Interacting with Support functions for staffing & scheduling requirements, performance reporting etc.
- Managing & monitoring the performance of teams, maintaining Shift Statistics to ensure efficiency in process operations and meeting of individual & group targets.
- Determining training needs of employees; conducting suitable training programs to enhance their operational efficiency leading to increase productivity.
- Managing Team Leads & CCEs and work towards Process Excellence.
- Lead, direct and manage inbound site operations to ensure that the operations staff executes service agreements at, or above the customer's standards.
- Utilize superior communications skills to motivate staff and develop effective working relationships with peers, executives and clients.
- To make necessary changes in staffing based on day of week, Call volume and other anticipated events.
- Monitors productivity of customer service representatives and generates reports.
- Manages the sub ordinates and is responsible for overall direction, Co-ordination Planning, assigning and directing.